As an Airbnb host, you’re not just opening the doors of your property to strangers; you’re providing a home away from home for travelers from around the globe. Your job is to create memories, build experiences, and ensure that every Airbnb guest feels like a treasured friend stepping into a welcoming abode.
This task, while rewarding, can seem daunting. How do you prepare for an Airbnb guest? What should you do during their stay? How can you handle issues like late checkouts or property damage? Is there a way to encourage repeat bookings?
This guide is here to answer all these questions and more. It’s a comprehensive roadmap, sprinkled with handy tips and seasoned with real-life experiences, all designed to help you navigate the exciting journey of Airbnb hosting.
From pre-booking essentials to post-stay protocols, we’re going to explore every stage of the Airbnb guest’s journey, ensuring you’re equipped to handle each aspect with flair and finesse.
The Importance of A-Class Management for STR Success
Ever wondered why some short-term rentals (STRs) soar while others stumble? It’s not just about location or décor; it’s the operational prowess—the A-Class management—that separates the wheat from the chaff. The magic formula lies in your hands, your strategy, and, above all, how you handle your Airbnb guest.
Consider the STR business as a theatre performance. You’re the director and the audience is your guest. Your stage? The property. A flawless act requires a seamless blend of script, performance, and stage management. And, believe me, that’s the essence of STR success.
So, how do you perfect your act and win the standing ovation? Let’s dive in.
The success we have with our short-term rentals really does come down to our property management. A lot of mentors of mine or people that I really look up to in the real estate space that have acquired huge portfolios of real estate, they very often say that they would much rather have a B Class Property with A class management than an A Class Property with B class management.
Don’t let poor management crush your returns.
Follow my 3-step mandatory reservation checklist to ensure your property is prepared to maximize returns.
What Should an STR Manager Do Before an Airbnb Guest Booking?
An STR manager has a laundry list of tasks that pave the way for a memorable guest experience. Each one plays a pivotal role in influencing the decision of a potential Airbnb guest. Let’s dissect this pre-booking puzzle piece by piece.
Regular Updates to The Listings
Your listing is the face of your rental. Keep it fresh, current, and accurate. Airbnb guests love to know what they’re getting into. So, whether it’s a newly installed hot tub or a change in the neighborhood parking rules, keep them informed. Remember, an informed guest is a happy guest!
Uploading Professional Photos
A picture paints a thousand words, they say. Nothing could be more true for STRs. High-quality, professional photos can drastically elevate the attractiveness of your listing. After all, an Airbnb guest is often drawn in by the visual allure.
Set Up a Property Management Software
Your right-hand man in this business is a robust property management software. It should handle reservations, coordinate cleaning schedules, manage pricing, and help with guest communication. Automation is your friend; embrace it!
Ensuring Guest Legitimacy
Security comes first. Always. Before you accept a booking, verify your guest’s identity. Cross-check the details provided by the potential guest with Airbnb and any third-party validation services. You wouldn’t let a stranger into your home, would you?
Listen to my podcast on “Red Flag Reservations” or listen to the episode on “Top 15 Pre-Arrival Questions YOU WILL GET ASKED!” to make sure you’re prepared.
Making Sure Guests Know Policies and Charges
Transparency builds trust, a currency more valuable than any other in the world of STRs. Ensure your guests are aware of all your policies, charges, cancellation norms, and the likes. No one likes unpleasant surprises, especially not your Airbnb guests. Clear communication of policies and charges can prevent misunderstandings and enhance guest satisfaction.
Create Special Processes for Long-term Guests
Hosting long-term guests? Roll out the red carpet with special processes. Maybe it’s weekly cleaning or a monthly discount? Tailor your offerings to make them feel at home.
Customized Communication Strategies
The one-size-fits-all approach has no place in STR management. Every guest is unique, so should your communication strategy be. Is your Airbnb guest an early bird or a night owl? Adjust your check-in instructions accordingly. It’s the little things that count.
Our guests don’t want to feel like they’re just a number turning through our short-term rental machine.
A good quote that I heard at a short-term rental conference was that "Our guests are not always right but it is our job to make them feel feel that way". And I know that’s not always easy.
Use Dynamic Pricing Tools
In the STR business, pricing isn’t a ‘set it and forget it’ deal. It’s dynamic, changing with demand, season, and events. Leverage dynamic pricing tools to ensure you’re always offering competitive and attractive rates.
Monitoring Performance Against Competitors
In this competitive landscape, staying ahead of the curve is key. Keep a close eye on how your competitors are performing. Are they offering a deal you aren’t? Is their occupancy rate higher? Be a wise owl; observe, learn, and adapt.
Listen to this podcast episode here
Door Code Synchronization
Ease of access is a detail that’s often overlooked. Your Airbnb guests value seamless experiences, so make sure to synchronize your door code with the property management software.
Delivery of Check-in Instructions
Your check-in process should be smooth. Deliver clear, step-by-step instructions to your Airbnb guest. A rough start can set a tone you don’t want for your guest’s stay. Remember, first impressions count.
Creating a Cleaning Schedule for Checkout
Nothing can sour an Airbnb guest’s experience like a dirty property. Keep your property spotless with a systematic cleaning schedule. Plan ahead, coordinate with your cleaning crew, and ensure the property is ready well before check-in.
Verifying Payment
Before the keys are handed over, ensure the payment is verified. A good property management software will do this for you. It’s a crucial step to prevent any financial hiccups down the line.
Adjusting Automated Messages According to Guest Schedules
Is your Airbnb guest checking in late? Adjust your automated messages to cater to their schedule. A well-timed message can go a long way in making your guest feel cared for.
Upselling Reservations
Did you know that you can make more money from a booking without changing your rates? Upsell! Offer paid add-ons like early check-in, late check-out, or a stocked fridge. Make it attractive, and they will bite.
The Pros of Having a Property Management Service
Here’s the thing: STR management isn’t a walk in the park. It’s time-consuming, demanding, and requires an in-depth understanding of the market. That’s where a professional property management service comes in. They take over the operational hassles, leaving you to enjoy the profits.
Tired of trading your time managing your listings?
Want to ensure every guest leaves a glowing review?
What if you could have a team available 24/7 without the hassle of building it yourself?
Let us handle it all and more!
What to Do During a Guest’s Stay
Ah, your Airbnb guest has checked in. The pre-booking dance is over, and now it’s showtime! This stage is all about delivering a stellar performance that ensures a standing ovation (read: glowing reviews!). So, what’s the playbook? Let’s find out.
Importance of Effective Property Advertising and Good Communication
Property advertising doesn’t end when a guest books your STR; it continues during their stay. Promote local attractions, recommend hidden gems, and become their personal travel guide. And remember, keep the communication lines open. A quick response to a query or a check-in midway through their stay can earn you brownie points.
Ensuring Smooth Guest Check-in
A smooth check-in process is like a perfect first impression. It sets the tone for the rest of the guest’s stay. Always provide clear instructions and ensure your Airbnb guest can access the property easily. Be prepared to offer help if they face any issues during the check-in process.
Being Available During the Guest's Stay
Your Airbnb guest might need assistance during their stay. Be it a malfunctioning AC or a question about the nearest grocery store, be available to help. Your promptness and helpfulness will certainly not go unnoticed.
We want to make sure that we’re available for them, 24/7 by phone and text message. Although we do do most of our communication through the platforms or through our property management software making sure that we’re always available on the phone, is something that is in our checklist as well.
Monitoring Home Security
While respecting your guest’s privacy, you must also monitor the security of your property. Consider using non-intrusive security systems like external cameras or noise monitors. This ensures the security of your property without encroaching on your guest’s privacy.
Dealing With Check-in Issues
Despite your best efforts, your Airbnb guest may encounter issues during check-in. Maybe the door code doesn’t work or the key is misplaced. Stay calm, address the issue promptly, and offer a solution. Remember, it’s not about the problem; it’s about how you handle it.
Catering to Special Guest Requests
Every Airbnb guest is unique, and so are their requests. Maybe they want a bouquet for a surprise proposal, or a crib for their baby. Catering to these special requests not only enhances their stay but also makes your property memorable.
Listen to this podcast episode here
Dealing With Guests Bringing Extra People or Pets
The more, the merrier…not always! If a guest brings in extra people or pets without prior notice, tackle it professionally. Refer to your house rules and involve Airbnb support if needed. Remember, your property is your domain. Don’t hesitate to protect it.
Responding to Changes in Guests' Travel Plans
Flight delayed? Plans changed? Be flexible and understanding when guests’ travel plans change. Try to accommodate their requests if it’s feasible without disrupting your operations.
Handling Requests for Additional Amenities
Your Airbnb guest might request additional amenities during their stay. Maybe an extra towel or a different type of coffee. Do your best to fulfill these requests. These small gestures of hospitality can go a long way in ensuring a positive guest experience.
Altering Reservations
Life is unpredictable, and so are travel plans. Your Airbnb guest may need to alter their reservation—extend a stay or cut it short. Be prepared to handle these alterations professionally, keeping Airbnb’s policy and your availability in mind.
Involving OTA Support
Sometimes, situations may require the involvement of Online Travel Agents (OTA) like Airbnb or VRBO. It could be a major issue like property damage or a disagreement about refund policies. In such cases, don’t hesitate to reach out to OTA support. They’re there to help you navigate these tricky situations.
In essence, the during-stay phase is your time to shine—to deliver on your promises and exceed your guest’s expectations. It’s the little things—your timely help, the extra amenities, the flexibility—that add up to create a memorable stay for your Airbnb guest.
What You Need to Do After Guests Check-Out
The curtain call! Your Airbnb guest’s stay might be over, but your work isn’t. Let’s navigate the post-stay maze together and ensure you’re setting the stage for your next Airbnb guest.
Address Issues Arising from Late Checkouts
In an ideal world, every Airbnb guest would check out on time. In reality? Not so much. Late checkouts can disrupt your cleaning schedule and delay your next guest’s check-in. Ensure you have clear checkout instructions and penalties for late checkouts. But, remember, a touch of understanding goes a long way!
Handle Guest Items Left Behind
If your Airbnb guest leaves an item behind, contact them immediately. Arrange for a return, if possible. This not only builds trust but also safeguards you from any future disputes.
Handling Property Damage
Nobody likes waking up to a broken vase or a stained carpet. If your Airbnb guest causes property damage, take a deep breath. Document the damage, notify the guest, and involve Airbnb if necessary.
The Role of Virtual Assistants in Damage Control
In such tricky situations, virtual assistants can be a godsend. They can help document the damage, communicate with the guest, and even initiate a resolution process. Their role in damage control is indispensable, to say the least.
Listen to this podcast episode here
Using Direct Bookings to Boost Performance
Once your Airbnb guest checks out, consider promoting direct bookings for their future stays. It cuts out the middleman and boosts your profitability. But, remember to comply with Airbnb’s rules on direct communication.
Encouraging Repeat Guests
A repeat guest is a seal of approval for your Airbnb. Encourage your guests to return. Offer them special discounts or exclusive services. Make them feel valued, because they are!
Using Guidebooks to Capture Emails
Guidebooks are a great way to capture emails of your Airbnb guests. You can use these emails for direct communication and promotions. Just make sure you’re complying with Airbnb’s rules and your local data privacy laws.
Complying with Airbnb Rules on Direct Communication
While direct communication has its benefits, it’s important to comply with Airbnb’s rules. Avoid sharing personal contact information unless it’s within Airbnb’s secure messaging platform.
Maintaining Hospitality in Short-Term Rentals
Even after your Airbnb guest checks out, maintain your level of hospitality. Send them a thank-you note or wish them safe travels. These gestures might seem small, but they’re the stepping stones to creating a loyal guest base.
Monitoring Performance
The success of your Airbnb isn’t measured by the number of bookings alone. You need to constantly monitor your performance—be it the occupancy rate, average daily rate, or guest reviews.
Removing Negative Reviews and Encouraging Positive Ones
Negative reviews can dampen your Airbnb’s appeal. Try to resolve any issues that led to negative reviews. Encourage your happy guests to leave positive reviews. Remember, every review is a learning opportunity.
Review management should be a whole career in itself because it really is the lifeblood of our properties. If we have bad reviews, they’re not going to get booked. And so, we need to know how to remove reviews that are eligible to be removed.
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Final thoughts
Running an Airbnb is a continual process. From the time you accept a booking until your guest checks out, every step matters. However, with careful planning and diligent execution, you can ensure a smooth and pleasant experience for your Airbnb guest, setting the foundation for a thriving short-term rental business.
Frequently Asked Questions
Securing your Airbnb property is a two-pronged approach.
First, you need to ensure that you have the right insurance coverage. This means having a policy that covers short-term rentals, as traditional homeowner’s insurance may not cover damages or liabilities incurred during a guest’s stay.
Secondly, physical security is paramount. Consider installing security systems like smart locks, security cameras (in public areas), and alarm systems. Remember, a secure property is a magnet for Airbnb guests.
The key to garnering positive reviews is offering an exceptional guest experience. Ensure your property is clean, well-maintained, and accurately represented in your listing.
Be responsive and helpful to your guests, offering local tips and prompt assistance when needed. Little touches like a welcome basket or personalized notes can also make a big difference. Remember, happy guests leave glowing reviews!
Cancellation policies should be clear, fair, and communicated upfront. Airbnb offers several cancellation policy options ranging from flexible to super strict. Choose the one that best suits your hosting style and potential risks.
Always discuss the cancellation policy with your guests at the time of booking to avoid any future misunderstandings.
Responding to an early check-in request requires a balance of hospitality and practicality. If your property is ready and available, accommodating the request can earn you brownie points with your guests.
However, if it’s not feasible, communicate this politely and offer alternatives like luggage storage or local activities they can engage in while they wait.
Preparation is key to successful Airbnb hosting. This means ensuring your property is clean, well-stocked with essentials, and everything is in working order. Create a checklist to go through before each guest’s arrival.
This could include tasks like replenishing supplies, checking appliances, and a thorough cleaning. Remember, first impressions count!
Vetting potential guests can help prevent issues down the line. Check their profile for verified ID and read through their reviews from previous hosts.
Don’t hesitate to ask them questions about their trip and the reason for their stay. Trust your instincts and remember, you have the right to decline a booking if something doesn’t feel right.
